In order to provide top-notch customer service, call center agents
are required to master an ever-growing number of knowledge and skill sets
during training, including sales skills, enterprise tools, products, and
policies and procedures. As traditional assessments are often limited to
isolated application, facts, or memorized data at lower-level thinking skills,
they tend to fall short of testing whether the agents can actually apply their
learning and perform on the job.

In this session, you’ll explore the benefits of using game
assessments over traditional assessments in call centers, including how this
approach can drive employee engagement. You’ll learn how to create game
assessments for this environment that motivate employees with healthy
competition and recognition for great performance. By the end of this session,
you’ll have a repertoire of gamification techniques and methods that you can
use to assess higher-order thinking skills and true on-the-job performance.

In
this session, you will learn:

Why game assessments are a great fit for
call centers

How games and game assessments can
drive employee engagement

How to create game assessments that
motivate employees with healthy competition and recognition

How you can apply gamification
techniques to assess higher-order thinking skills and performance

Joe Windham

Instructional Designer

Sears Holdings

Joe Windham is an instructional designer for Sears Holdings Member Services Organization. Over the last 25 years, he has held senior training and development roles at Citrix, Motorola, Florida Power and Light, and Reimbursity. Joe’s expertise is in the areas of online learning development and project management, media production, virtual classroom learning, and instructional design.

Phuong La

Instructional Design Manager

Sears Holdings

Phuong La is a learning solutions architect and instructional design
manager at Sears Holdings Corporation. She leads a team of talented
instructional designers in transforming and innovating learning across
national and global call centers. Phuong has worked in learning and
development across different industries including finance, retail, travel,
mental health, and higher education.